Returns policy

How long you have

You can ask to exchange or return a product within 14 days of receiving your order, under the conditions and exceptions of Egypt's Consumer Protection Law.

If a product has a fault or does not match its description, you can ask to exchange or return it within 30 days of receiving it, as the law provides.

Give us the order number, or the receipt, to exchange or return a product.

Conditions

We accept an exchange or a return when the product is in its original condition, unused and undamaged, in its original packaging, with the receipt or the order number, and not damaged by being misused or badly stored.

Products with special conditions

Food and treats: opened or used food cannot be returned because you have changed your mind. Unopened food must be in its original packaging, subject to the exceptions in the law.

Medicines and medical supplies follow their own safety and storage rules. An opened or used one cannot be returned when that would make it unsafe to sell or use again. This does not affect your legal rights when a product has a fault or does not match its description.

Hygiene and personal care products: an opened or used one cannot be returned because you have changed your mind, when its nature or condition means it cannot safely be sold again.

Damaged or wrong products

If a product arrives damaged, is not the one you ordered, has a manufacturing fault or does not match its description, contact us straight away with photos of it and the order number. We check it and exchange or return it, as the case needs, at no extra cost to you, as the law provides.

Refunds

Money is given back the way you paid, unless we agree another way with you. Since orders are paid in cash on delivery, it is given back in cash.

When a product is returned because of a fault or a mistake on our side, you pay nothing extra.

When you return a product because you have changed your mind, you pay the cost of sending it back, as the law allows for orders placed at a distance, unless we agree otherwise.

Refunds are made within the periods the law sets.

Cancelling an order

You can cancel an order until it is on its way, as the Terms of use say.

Once it is on its way, cancelling it is handled as a return, under this policy and the law.

If your order arrives later than agreed, you keep your legal right to cancel it and get back what you paid.

How to ask for an exchange or a return

Email us at petsplacestoreeg@gmail.com with the order number, the reason, and photos of the product when they help.

Our commitment

We handle every exchange and return openly and professionally, and we respect every consumer right that Egyptian law gives you.